Customer Support Executive at Sure Group

The Customer Support Executive, SureGifts is responsible for providing effective customer service to all internal and external customers, using excellent, in-depth knowledge of SureGifts products to meet and exceed customers' expectations.

Responsibilities:

• Serve as the primary point of contact on all Client specific matters.
• Communicate daily with clients via different channels (Telephone, Email, Web, Newsletters, Social media etc).
• Process Client orders/requests/enquiries in line with SureGifts policy and procedures.
• Collaborate with product and support teams to drive customer issues to resolution.
• Partner with sales team to meet and exceed customer expectations through timely and accurate feedback and resolution of requests and complaints;
• Follow up on all new and unresolved customer complaints/issues to ensure resolution.
• Provide comprehensive and insightful reporting and updates on customer service enquiries, requests and complaints;
• Contact current and prospective customers to sell and explain products and solicit for new business.
• Maintain relationships with service providers e.g DHL or other service providers to ensure client orders are within SLA;
• Proactively identify and lead customer support process improvements.
• Serve as the voice of the customer to prioritize for platform improvements;
• Monitor and track customer satisfaction through regular check-ins or surveys
• Provide administrative assistance and support

Requirements:

• University Degree
• 3+ years of experience in a customer support role preferably within an eCommerce industry;
• Experience with CRM systems and practices

Skills

• Exceptional Oral & Written Communication skills 


• Customer/Client Focus.
• Problem Solving/Analysis.
• Time Management.
• Teamwork Orientation.
• Technical Capacity

Person Specifics

• Hands On! We are only looking for people who want to get their hands dirty and work in a scrappy startup environment.
• Genuinely delighted to be of help and passionate about providing exceptional customer service;
• Tolerant, empathetic, and can put yourself in the Client’s shoes and advocate for them when necessary
• Strong ability to understand technical concepts.
• Able to troubleshoot and investigate to fix the challenges Clients face
• Able to problem solve and find creative ways to meet and exceed client’s expectations
• Able to take initiative and perform under high pressure.
• Committed to delivering high quality results, with cost effective use of resources 

• Flexible, determined, and displays enthusiasm
• Displays integrity and high personal ethical standards.

Benefits:

• Competitive Salary
• Health Insurance
• New MacBook Pro
• Flex-time (work from home twice a month)
• Housing assistance
• Free Breakfast
• Gifting and rewards culture
• Work with a bunch of fun, smart and creative people